Dear Revdex.com,
Thank you for bringing this information to our attention and allowing Customer Relations the opportunity to provide our personal assistance in the matter. Please be assured our number one priority is to provide a level of service that exceeds...
our valued homeowners expectations and we sincerely regret the level of frustration the homeowner has endured with our coverage. OneGuard does not cover induction cooktops. The information is not currently included in the contract language. However, the service contract specifically notes, "coverage includes only the items stated as covered and excludes all others". This applies to induction cooktops. Please know we truly value the homeowner's business and Customer Relations has spoken directly with him in an effort to amicably resolve the situation. We are arranging to have the unit assessed and the breakdown repaired under the OneGuard service agreement. In addition, we are in the process of updating the contract language to include that induction ovens are not covered, which should be in effect before the first of the year.
The homeowner has expressed that he is happy with our arrangement and will update Revdex.com to reflect that we have positively addressed his concerns. Thank you again for the information and please feel free to contact me directly with questions.
Respectfully,
Samantha M[redacted]
Team Manager, OneGuard Customer Relations
Direct: [redacted]
We sincerely regret the homeowner's dissatisfaction with the outcome of the plumbing claim that was not covered by OneGuard since it was determined to be a pre-existing condition that was in effect prior to the warranty start date. We have carefully re-reviewed the claim in its entirety. The plumbing leak from the shower going into the laundry room was reported by the technician to be an ongoing leak, which in his opinion was pre-existing. He has provided a picture to OneGuard to show the extensive damage which evidenced water stains and a split in the cabinetry. Customer Relations would like to reiterate that we have attempted to offer our personal assistance and have asked for documentation showing repairs were completed prior to closing on the home, or the leak was not noted on the inspection, which the homeowner has not provided. Please note our offer stands if she has documentation, we are happy to review and do what we can to help. Please be assured we are working within the parameters of the service agreement and not sure why the homeowner will not comply with our request. Please send a copy of the full inspection report.
In closing, based on the information we currently have, the claim is not covered and OneGuard will not be issuing reimbursement for unauthorized repairs that were completed outside of the warranty. Thank you for allowing Customer Relations the opportunity to clarify this information. We sincerely hope it helps.
Warmest regards,Samantha M[redacted]
Good Morning,
There are several inaccuracies in the response provided by One Guard. The most obvious and blatant is that Authorized Contractor reviewed my home inspection and identified that there was a leak in the laundry ceiling. In fact, the contract spoke on the phone with OneGuard Authorizations MANY times and even sending photos to Josh. They both agreed that the inspector did NOT identify any type of leak in the laundry ceiling. The ONLY item noted by way of the laundry or plumbing was the evidence of a PAST leak from the washer drain so unless gravity has been defied and water can now travel upward 8 feet this is unrelated. Both the contract and Josh grudgingly conceded that the leak was NOT identified on the home inspection.
If the leak had been leaking as they've indicated over time the ceiling most certainly would have collapsed. It was leaking at such a rate (the one time that it leaked) that I was catching the water with buckets. It was a sudden and spontaneous break as confirmed by a neutral licensed and bonded plumber. I've attached a photo of the wood underneath the drain pipe which even an untrained eye can tell has NOT experienced the water damage they indicate it had.
Further, my policy has a clause for pre-existing existence coverage which would apply here since it was NOT identified during my inspection as confirmed by both their "authorized" contractor and Josh in Authorizations. Certainly they record their calls and can verify this fact has been confirmed multiple times.
Lastly, while their contract does indicated that they do not reimburse for outside contractors work customarily they violated the terms of the contract when they denied the claim, therefore forcing me to seek outside help. Had they complied with the contract they wrote at the time of the claim I would not be seeking reimbursement.
Sincerely,
[redacted]
The best home warranty company!!!
My name is [redacted] and I purchased my home back in may 2015. I love this company they have save me some much $$. In July my A/C went out! And I live in Arizona so it was scortching! One guard sent some one to my home that day. The service from the A/C guy was exceptional an he was very quick! I easily saved $500 on that repair.
Recently my plumbing has been giving me some trouble and I call one guard and they are sending someone to my home early tomorrow. This company is quick and has great customer service. You shouldn't be scared to call your home warranty company and they make it so easy and comfortable! I love it!
If you go with a home warrant company GO WITH ONE GUARD!!
[redacted] [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. You can consider this complaint resolved.
Regards,
[redacted]
I moved into a condominium 3 months ago and had 2 separate issues. Overflowing toilet, and a leaky dishwasher. I contacted One Guard each time, and their service was amazing. The toilet issue was addressed the same day, the dishwasher in 3 days, because it was Christmas. Service providers called prior to arriving, identified themselves, arrived on time and in each case, resolved the problem the day of service. Prompt, courteous, competent service is very difficult to find these days.
OneGuard Home Warranties is terrible. They just take your premium and mislead you into thinking you're covered until you need them and then they tell you you're on your own. Even then they still want to refer you to one of their partners in crime who's in on a cut for sure.
Three times now they've denied me. Today I called saying my washing machine broke over the weekend. They said I'm not covered, even though my contract makes no mention of an exclusion of essential appliances like a washing machine. Why have I paid my $42 premium every month for years when I can't even get them to cover my broken washing machine? Late last year they said my leaking outdoor faucet wasn't covered because I didn't have the main line coverage. How much more money was that supposed to be? Seems like they just want to take your money and make you think you're protected and then tell you that because you didn't pick the right a la carte option that you're not covered at all. Before that, they busted up my bathtub faucet and left it leaking even more than it was before they came. They said they didn't have the parts and it was days before they came back out to fix it. Meanwhile, I had to turn off my house water because the tub was leaking so bad.
I have paid over $2,000 in premiums to OneGuard (formerly Service One) over four years and they have refused to provide service on two of the three times I've had to call them, and provided very poor service the one time that they did come out. I was out $200.00 today for my washer, and $100 last year for my hydrant. When they came for my bathtub, they made the leak worse and I had to cut off my water for days.
OneGuard should provide service, and good service, to members who have paid good premiums and not leave us thinking we have coverage when we don't. I told them on the phone last October to add appliances at renewal this past February, and they said they would, but today they tell me they didn't with the excuse that the policy "autorenewed" as is. B.S.! I want them to pay my $200 washer repair bill today.
Dear Revdex.com,Thank you for allowing OneGuard Home Warranties the opportunity to review this information. Please know our number one priority is to provide a level of service that always exceeds our homeowners expectations, and we sincerely regret any frustration the homeowner...
endured with her claim. We have waived the $59 service fee on the homeowner's behalf. We have also reviewed the situation in its entirety, including listening to the original phone call with the OneGuard representative, and she is absolutely correct. The information was not thoroughly explained to the homeowner regarding OneGuard's policy on pre-existing conditions. In her situation, the faucet was noted on the home inspection as requiring attention. We have provided additional coaching to our representative to ensure this does not happen again. We sincerely hope this information helps and respectfully request for Revdex.com to close this complaint 'Administratively Resolved'. Thank you again for your time and consideration. Please feel free to contact me directly with any questions. Warmest regards,[redacted]Customer Relations ManagerDirect: ###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The technician that was sent out to my house did not diagnose anything - did not inspect anything- did not review any part of my air-conditioning system. How can they charge me for an evaluation of a system that was not even looked at? If in fact this warranty company refuses to accept a diagnose from another why was my system not thoroughly diagnosed to properly determine what is the malfunction? The Technician to stop by talk with me less than 10 minutes. He called this warranty company and it was simply decided what ever the problem is – is just not covered no matter what it might be. This warranty company claims to have recorded conversation, I would like the file emailed to me. Do they also have a recorded conversation between me and their service Tech? Does it have the conversation of the service Tech's call to the office?
This is clearly deception at its best. Bottom line we called for a determination of what was wrong with our system it was not evaluated. The warranty company claims it does not accept other diagnoses; but refuses to inspect my system and thinks I should pay for a technician to simply stop by and chat with me? WRONG!
There should be no service due as there was no service, inspection, simply a conversation. As I stated previously I should not pay for a service call that did not happen; this cannot be considered a service call if nothing was inspected
?
Regards,
[redacted]
I have had One Guard for 2 years and there are more things not covered, than covered. I recently reported a microwave handle broken and Ernesto very rudely insisted that I (we) purposely removed the handle and it was not due to normal wear and tear. We have 3 homes with them and they refuse to fix a $30 handle? Also, I recently had an air conditioner unit stop cooling. I was told there was a small leak. They refilled it and refused to fix the leak. Wouldn't that just cost me money each time they come to fill it I asked. Of course and that's what they want. I was told I would have to have them come out 4 times before they repaired the issue. Keep in mind, I pay extra for appliances and air units. In this time I have also found out that they would not cover refrigerator handles, Save your money also for extra pool coverages because they cover very little when it comes to the pool also. Very shady business practices. I am shopping for new service as we speak.
Re: complaint [redacted]
Revdex.com:
OneGuard denied my claim because of a "pre-existing condition." I quote from OneGuard's website: "We're the only warranty company that covers all unknown pre-existing conditions." (www.[redacted].com) Which is it?
Regardless, OneGuard is ignoring the policy language. The question is whether the heater was in "good working order."
The product was inspected before I moved in. A licensed contractor checked the heater and confirmed that it worked properly. I used the heater several times. And it worked fine: high temperatures were reached in normal times, no modifications were required, no apparent issues.
OneGuard says that opening the heater casing and looking inside would have revealed the presence of rust. But nobody told us to search for problems that might manifest themselves later. If a product works, we expect the home warranty to cover subsequent breaks. Should I also disassemble my refrigerator to check the freon levels!?! This was not a known condition, and we had no reason to suspect or search for it.
Moreover, there is no exclusion for "product condition." Despite OneGuard's response, the phrase "preexisting condition" does not appear in the policy. Rather, the policy focuses on functionality, not condition. The presence of rust does not preclude coverage on a product that was functioning properly. The heater was not brand new, but it was still worked normally--i.e., it was in "good working order." That is sufficient to trigger coverage.
Further, an exclusion based on "product condition," without clarification, is vague and allows OneGuard to always deny coverage--because virtually every product will exhibit some wear and tear that will eventually cause a failure. Again, though, the policy applies so long as the product was in "good working order." I suspect OneGuard is frustrated because the product broke so soon after we moved in. We were frustrated too. But there is no dispute that the heater worked initially. OneGuard already imposes a waiting period before new policies take effect; they cannot deny coverage here because they wish the waiting period were longer.
Although not our preference, we are prepared to pursue legal remedies (through arbitration under the contract or otherwise) if this issue is not resolved satisfactorily. OneGuard will have to explain the denial of my claim--for a purported preexisting condition--when its website boldly advertises that it provides coverage despite preexisting conditions.
Regards,
[redacted]
Dear Revdex.com,
Thank you for bringing this information to our attention and allowing Customer Relations the opportunity to review the homeowner's situation firsthand and respond. Please be assured we have worked directly with the homeowner in an effort to amicably...
resolve the situation and address her concerns, and we apologize for the frustration she endured with her claim. We were originally advised by the plumbing contractor there was a belly in the main plumbing line, not a break in the line. However, the homeowner has provided additional documentation to OneGuard to demonstrate a break in the plumbing line, which is covered under the service agreement. The homeowner already had a plumber on site to make the needed repairs. Therefore, we have arranged to send her a cash disbursement in the amount of $1,000.00, which is the warranty maximum for mainline plumbing coverage.
Thank you again for allowing Customer Relations the opportunity to provide you with this information. Please feel free to contact me directly with any questions.
Respectfully,
Samantha M[redacted]
Team Manager
OneGuard Customer Relations
Direct: ###-###-####
Dear Revdex.com,Please find our second business response for [redacted], CID [redacted]. Thank you for your time and consideration.
September 14, 2015[redacted] [redacted]Queen Creek, AZ 85142Re: OneGuard Home Warranties Second Business Response for CID [redacted]Dear Revdex.com,Thank you for the additional information and allowing OneGuard Customer Relations the opportunity to review the homeowner’s claim again in its entirety. Please be assured we have conducted a thorough review of all the information related to the HVAC claim and we sincerely regret the homeowner’s dissatisfaction with the decision. OneGuard has determined that the breakdown the homeowner was experiencing was in effect prior to the effective date of the home warranty. In addition, the breakdown was not the result of a normal wear-and-tear breakdown due to a nail that punctured the refrigerant line. The homeowner has since paid for the repairs to be completed outside of the OneGuard service agreement by a long-term service contractor of OneGuard, who is very well-versed in OneGuard’s coverage, and who has also explained to the homeowner why the breakdown was not covered by OneGuard. Please note, we previously provided a copy of the invoice to Revdex.com the homeowner received from the contractor which states, “Leak was from the tip of a nail.” The contractor who originally assessed the unit that services the basement on June 17, 2015, found the unit completely depleted of Freon. The technician noted the unit was also missing a service valve cap although he did not see oil residue indicating a leak. He did not find a leak in the condenser or evaporator coil, advising there was the possibility of a pinhole leak. He added one pound of Freon and returned to the property the following day to find that the Freon was depleted. He also advised that if he could not locate a leak through the indoor air handler or outside condenser, then a leak was most likely located in the line set. The OneGuard service agreement does not cover to locate leaks. Therefore, the homeowner paid outside of the warranty to find where the leak was coming from. Based on his professional diagnosis, the service technician advised OneGuard that the leak was present longer than a month, meaning it was in effect prior to the warranty start date, which was May 19, 2015. Please note, at the time of purchase for the warranty, the homeowner had the option of having a home mechanical inspection completed by OneGuard which she declined. If the homeowner would have chosen the option, our inspector would have checked all the major components of the home to ensure they were in working order. It is in OneGuard’s opinion that the temperature split or a simple mechanical inspection for the unit that services the basement would have revealed deficiency requiring further evaluation by a qualified tradesperson in the industry. The homeowner established the warranty to pay the premiums on a monthly basis and cancelled the warranty as of July 28, 2015.
We have spoken with the owner of the air conditioning company that completed the repair outside of the service agreement at length regarding the homeowner’s situation in an effort to ensure accuracy. The contractor is a long-term OneGuard service provider and a leader in the HVAC industry, and he advised the homeowner the claim would not be covered by the OneGuard service agreement. Several representatives with OneGuard have attempted to explain the information and coverage to the homeowner as well. The breakdown was the result of a nail in the line, which is not normal. In addition, the original contractor that was dispatched to the home discovered the unit that services the basement was completely depleted of Freon and that there was a leak in the refrigerant line. The homeowner provided access to locate the leak confirming the location of the leak and revealing the nail in the line, which resulted in the breakdown the homeowner experienced, and depleting the unit of Freon. The contractor and homeowner both have confirmed the leak in the refrigerant line-set was caused by a nail. A nail punctured and damaged the line and is not the result of a normal HVAC breakdown. In this case, the nail rubbing against the line is what caused it to leak Freon, and is not considered a normal wear-and-tear breakdown that occurs in an air conditioning system. OneGuard only covers mechanical breakdowns from normal-wear and-tear. Additionally, the unknown pre-existing conditions option protects homeowners as long as the failure was the result of normal wear-and-tear. The air conditioning system refrigerant lines are not designed to develop leaks, and in this case the nail rubbed the line and caused it to leak.G. OPTIONAL ITEMS (page 5 of 6)UNDETECTABLE PRE-EXISTING CONDITIONS COVERAGE COVERED: When this option is selected and premium is paid, failures of covered items caused by unknown pre-existing conditions are covered so long as the mechanical failure was a result of normal wear-and-tear and would not have been detectable by a simple visual inspection and/or by operating the system or appliance. Note: Known problems or defects that existed on the effective date of this service contract are not covered by this option. The contract holder must have known pre-existing defects correctly repaired by a service contractor and provide OneGuard any paid invoices evidencing the repairs before the defective item can be covered by this residential service contract.In closing, the claim for the air conditioning system is not covered under the OneGuard service agreement due to the damage to refrigerant line from non-normal wear-and-tear. Additionally, the breakdown was in effect before the start date of the home warranty. Further, OneGuard will not reimburse for the cost to fix the leak. Thank you again for allowing OneGuard Home Warranties the opportunity to review the claim and provide additional information. We sincerely hope it helps and respectfully request for Revdex.com to close the complaint.
Sincerely,[redacted]OneGuard home WarrantiesTeam Manager, Customer RelationsDirect: ###-###-####
Dear Revdex.com,Thank you for allowing OneGuard Home Warranties the opportunity review the homeowner’s claim and provide additional clarification regarding the necessary repair to the evaporative cooler. Please know our number one priority is to provide service that always exceeds our customers’ expectations and we regret that did not happen in this situation. First, please allow us to clarify the homeowners costs associated with this repair. The access charge that is not covered under the homeowner’s warranty is for the cost of running the electrical wires inside the walls of the home. Please note, areas which are not readily accessible and are covered by walls, concrete or floors are not covered under the OneGuard service agreement. The homeowner has additionally requested clarification regarding why the thermostat was not replaced in 2011 when the evaporative cooler was replaced. In October 2007, the evaporative cooler was replaced under the OneGuard service agreement. At that time, the dual thermostat was working properly and did not require replacement. Therefore, the new evaporative cooler was wired as necessary to work in conjunction with the dual thermostat already in place. The dual thermostat did not require replacement until July 2014. The contractor determined the issue with the thermostat when assessing the air conditioning system that was not cooling, and advised OneGuard the dual thermostat is no longer manufactured. OneGuard authorized replacement of the thermostat to repair the air conditioning system to operate properly. The evaporative cooler thermostat could not be replaced at the same time as it was necessary first for the homeowner to approve the non-covered charges.The non-working thermostat which was removed from the home in 2014, is not available and unfortunately, cannot be provided to the homeowner. We have reached out to the contractor and they did not take note of the make or model of this thermostat. Additionally, OneGuard researched the dual thermostat the homeowner indicated he found on-line for $50. The thermostat he is referring to is used in homes that have one source of heating/cooling, and want to control the temperature at varying degrees depending on the area. An example of this would be a two story home. Homeowners often set the upstairs at a different temperature than the downstairs. The dual thermostat which operates two separate units (heating/cooling and evaporative cooler) are no longer available.OneGuard would like to present the homeowner with two options:1) OneGuard will cover the costs of all parts including the new thermostat, evaporative cooler control kit, and also the labor for connecting the new wiring to the evaporative cooler. The homeowner will agree to pay $360 for the labor costs for running the new low voltage wire.2) OneGuard will offer the homeowner a cash disbursement in the amount of $601.87 which is our cost for parts and labor for connecting the new wiring to the evaporative cooler. He will then be able to use a contractor of his choice to complete the repair.We sincerely hope this additional clarification explains the non-covered costs associated with the evaporative cooler repair. OneGuard Home Warranties has always acted in good faith in our efforts to serve the homeowner and within the parameters of the service agreement, and respectfully requests for Revdex.com close this complaint ‘Administratively Resolved’. Thank you again for your time and consideration and please know your questions are welcomed. Sincerely,[redacted]Customer Relations SpecialistOneGuard Home Warranties
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Dear [redacted],I have been in direct communication with Mr. [redacted]. We believe we have this worked out, and Mr. [redacted] has agreed to move forward with repairs to be performed by [redacted]. The repairs should be completed tomorrow, October 24, 2014. Mr. [redacted] has my phone...
number and will let me know if he needs additional assistance. I can send you a follow up status once the repair has been completed. Please feel free to call me if you have any question. - [redacted]Sincerely,[redacted] Customer Relations ManagerDirect: ###-###-####
Dear Revdex.com,
Thank you for the information and allowing OneGuard's Customer Relations team the opportunity to look into this on behalf of our homeowner. Please know our top priority is to provide a level of service that always exceeds customer expectations, and we...
sincerely regret that did not happen in this situation. Please be assured we have been in communication with the homeowner since receiving this complaint in an effort to directly resolve, and believe we have achieved a positive outcome.
We completely understand the homeowner's concerns with the costs associated with this claim. The OneGuard Account Executive who services the homeowner’s area has covered the expense associated with the leak detection as a professional courtesy, and the charge of $170 will be billed to OneGuard directly by the contractor. Additionally, OneGuard has waived the service fee for the claim, and applied the $59 credit to the customer’s credit card. The contractor has confirmed they have cancelled the city permit associated with this repair, and the homeowner has also cancelled her check for the charges. Therefore, a refund of this charge is not necessary. This homeowner's satisfaction is extremely important to us, and she has our contact information if she needs anything further or has questions.
In closing, OneGuard Home Warranties respectfully requests for Revdex.com to close this complaint 'Resolved.' Thank you again for your time and consideration.
Sincerely,
[redacted] Customer Relations Specialist II
OneGuard Home Warranties
The company states that the faucet currently deliver water properly !!! if the water is causing damage to the cabinets because the water is seeping underneath the fixture, is that what they call working properly?
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
I do not agree with the statements from One Guard. In regards to the unplugging of the unit, I told [redacted] at [redacted] Conditioning that my husband unplugged the air handler as well as the out door unit because it was blowing hot and it had a smell to it. We were concerned of a fire and when they couldn't come out right away, we didn't want this to occur with our children in the basement.
Secondly, the next day when[redacted] came back to check to see if our unit kept it's pressure, it did not and he said that a 10PSI leakage was small and that he still could not find the leak. I then had [redacted] come out on 6/22/2015. They were recommended by a friend because it was blistering hot in our basement where our children had to sleep. When [redacted] came out they found the leak right away in the wall with his Freon device monitor and when he moved the hose that went into the wall he could hear it making a hissing sound for the leak. He said the unit was completely drained from what [redacted] had put in. He said this wasn't normal and when I told him that [redacted] said that 10 PSI was a small leak, he told me that it was actually a huge leak for it being in the unit for one day. I told [redacted] that One Guard said it was pre-existing because the unit had zero Freon. I had also asked him how this would be possible when we had cool air coming out of the vents the week before. He said it isn't possible and the unit wouldn't have worked at all with zero Freon.
On June 25, 2015 [redacted] came out and fixed the leak he said with the vibration of the unit over the years it had hit the tip of a nail. He said this isn't something that a home inspector could have found. With us purchasing a pre-existing condition package along with our warranty this should be covered and paid for by One Guard. I have now been fighting with them to do what is right and pay for the costs of my A/C.
I have read so many complaints against One Guard. Especially when it comes to air conditioners. They want your monthly payments but when it comes to fixing anything they deny their claims. Just like they did in our case. This is ridiculous.
Dear Revdex.com,Thank you for the information and allowing OneGuard Home Warranties the opportunity to respond and address the homeowners’ concerns. Please know our number one priority is to provide a level of service that exceeds customer expectations, and we sincerely regret...
the level of frustration they have endured with their claim. We have spoken directly with the homeowners and believe we have amicably resolved the situation. The OneGuard Account Executive that services their area has made arrangements for the service contractor to return to the property to replace the garbage disposal at their request. The homeowners’ have also expressed that they no longer wish to cancel their OneGuard home warranty, and have the contact information of a supervisor in our Customer Relations department if they need additional assistance. The Customer Relations team will ensure the claim is successfully completed and positive closure is achieved. OneGuard Home Warranties respectfully requests for Revdex.com to closed this complaint ‘Resolved.’ Thank you again for allowing OneGuard the opportunity to review this information. We sincerely hope it helps.
Dear Revdex.com,
Thank you for bringing this information to our attention and allowing Customer Relations the opportunity to provide our personal assistance in the matter. Please be assured our number one priority is to provide a level of service that exceeds...
our valued homeowners expectations and we sincerely regret the level of frustration the homeowner has endured with our coverage. OneGuard does not cover induction cooktops. The information is not currently included in the contract language. However, the service contract specifically notes, "coverage includes only the items stated as covered and excludes all others". This applies to induction cooktops. Please know we truly value the homeowner's business and Customer Relations has spoken directly with him in an effort to amicably resolve the situation. We are arranging to have the unit assessed and the breakdown repaired under the OneGuard service agreement. In addition, we are in the process of updating the contract language to include that induction ovens are not covered, which should be in effect before the first of the year.
The homeowner has expressed that he is happy with our arrangement and will update Revdex.com to reflect that we have positively addressed his concerns. Thank you again for the information and please feel free to contact me directly with questions.
Respectfully,
Samantha M[redacted]
Team Manager, OneGuard Customer Relations
Direct: [redacted]
Dear Revdex.com,
We sincerely regret the homeowner's dissatisfaction with the outcome of the plumbing claim that was not covered by OneGuard since it was determined to be a pre-existing condition that was in effect prior to the warranty start date. We have carefully re-reviewed the claim in its entirety. The plumbing leak from the shower going into the laundry room was reported by the technician to be an ongoing leak, which in his opinion was pre-existing. He has provided a picture to OneGuard to show the extensive damage which evidenced water stains and a split in the cabinetry. Customer Relations would like to reiterate that we have attempted to offer our personal assistance and have asked for documentation showing repairs were completed prior to closing on the home, or the leak was not noted on the inspection, which the homeowner has not provided. Please note our offer stands if she has documentation, we are happy to review and do what we can to help. Please be assured we are working within the parameters of the service agreement and not sure why the homeowner will not comply with our request. Please send a copy of the full inspection report.
In closing, based on the information we currently have, the claim is not covered and OneGuard will not be issuing reimbursement for unauthorized repairs that were completed outside of the warranty. Thank you for allowing Customer Relations the opportunity to clarify this information. We sincerely hope it helps.
Warmest regards,Samantha M[redacted]
Good Morning,
There are several inaccuracies in the response provided by One Guard. The most obvious and blatant is that Authorized Contractor reviewed my home inspection and identified that there was a leak in the laundry ceiling. In fact, the contract spoke on the phone with OneGuard Authorizations MANY times and even sending photos to Josh. They both agreed that the inspector did NOT identify any type of leak in the laundry ceiling. The ONLY item noted by way of the laundry or plumbing was the evidence of a PAST leak from the washer drain so unless gravity has been defied and water can now travel upward 8 feet this is unrelated. Both the contract and Josh grudgingly conceded that the leak was NOT identified on the home inspection.
If the leak had been leaking as they've indicated over time the ceiling most certainly would have collapsed. It was leaking at such a rate (the one time that it leaked) that I was catching the water with buckets. It was a sudden and spontaneous break as confirmed by a neutral licensed and bonded plumber. I've attached a photo of the wood underneath the drain pipe which even an untrained eye can tell has NOT experienced the water damage they indicate it had.
Further, my policy has a clause for pre-existing existence coverage which would apply here since it was NOT identified during my inspection as confirmed by both their "authorized" contractor and Josh in Authorizations. Certainly they record their calls and can verify this fact has been confirmed multiple times.
Lastly, while their contract does indicated that they do not reimburse for outside contractors work customarily they violated the terms of the contract when they denied the claim, therefore forcing me to seek outside help. Had they complied with the contract they wrote at the time of the claim I would not be seeking reimbursement.
Sincerely,
[redacted]
The best home warranty company!!!
My name is [redacted] and I purchased my home back in may 2015. I love this company they have save me some much $$. In July my A/C went out! And I live in Arizona so it was scortching! One guard sent some one to my home that day. The service from the A/C guy was exceptional an he was very quick! I easily saved $500 on that repair.
Recently my plumbing has been giving me some trouble and I call one guard and they are sending someone to my home early tomorrow. This company is quick and has great customer service. You shouldn't be scared to call your home warranty company and they make it so easy and comfortable! I love it!
If you go with a home warrant company GO WITH ONE GUARD!!
[redacted] [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. You can consider this complaint resolved.
Regards,
[redacted]
I moved into a condominium 3 months ago and had 2 separate issues. Overflowing toilet, and a leaky dishwasher. I contacted One Guard each time, and their service was amazing. The toilet issue was addressed the same day, the dishwasher in 3 days, because it was Christmas. Service providers called prior to arriving, identified themselves, arrived on time and in each case, resolved the problem the day of service. Prompt, courteous, competent service is very difficult to find these days.
OneGuard Home Warranties is terrible. They just take your premium and mislead you into thinking you're covered until you need them and then they tell you you're on your own. Even then they still want to refer you to one of their partners in crime who's in on a cut for sure.
Three times now they've denied me. Today I called saying my washing machine broke over the weekend. They said I'm not covered, even though my contract makes no mention of an exclusion of essential appliances like a washing machine. Why have I paid my $42 premium every month for years when I can't even get them to cover my broken washing machine? Late last year they said my leaking outdoor faucet wasn't covered because I didn't have the main line coverage. How much more money was that supposed to be? Seems like they just want to take your money and make you think you're protected and then tell you that because you didn't pick the right a la carte option that you're not covered at all. Before that, they busted up my bathtub faucet and left it leaking even more than it was before they came. They said they didn't have the parts and it was days before they came back out to fix it. Meanwhile, I had to turn off my house water because the tub was leaking so bad.
I have paid over $2,000 in premiums to OneGuard (formerly Service One) over four years and they have refused to provide service on two of the three times I've had to call them, and provided very poor service the one time that they did come out. I was out $200.00 today for my washer, and $100 last year for my hydrant. When they came for my bathtub, they made the leak worse and I had to cut off my water for days.
OneGuard should provide service, and good service, to members who have paid good premiums and not leave us thinking we have coverage when we don't. I told them on the phone last October to add appliances at renewal this past February, and they said they would, but today they tell me they didn't with the excuse that the policy "autorenewed" as is. B.S.! I want them to pay my $200 washer repair bill today.
Dear Revdex.com,Thank you for allowing OneGuard Home Warranties the opportunity to review this information. Please know our number one priority is to provide a level of service that always exceeds our homeowners expectations, and we sincerely regret any frustration the homeowner...
endured with her claim. We have waived the $59 service fee on the homeowner's behalf. We have also reviewed the situation in its entirety, including listening to the original phone call with the OneGuard representative, and she is absolutely correct. The information was not thoroughly explained to the homeowner regarding OneGuard's policy on pre-existing conditions. In her situation, the faucet was noted on the home inspection as requiring attention. We have provided additional coaching to our representative to ensure this does not happen again. We sincerely hope this information helps and respectfully request for Revdex.com to close this complaint 'Administratively Resolved'. Thank you again for your time and consideration. Please feel free to contact me directly with any questions. Warmest regards,[redacted]Customer Relations ManagerDirect: ###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The technician that was sent out to my house did not diagnose anything - did not inspect anything- did not review any part of my air-conditioning system. How can they charge me for an evaluation of a system that was not even looked at? If in fact this warranty company refuses to accept a diagnose from another why was my system not thoroughly diagnosed to properly determine what is the malfunction? The Technician to stop by talk with me less than 10 minutes. He called this warranty company and it was simply decided what ever the problem is – is just not covered no matter what it might be. This warranty company claims to have recorded conversation, I would like the file emailed to me. Do they also have a recorded conversation between me and their service Tech? Does it have the conversation of the service Tech's call to the office?
This is clearly deception at its best. Bottom line we called for a determination of what was wrong with our system it was not evaluated. The warranty company claims it does not accept other diagnoses; but refuses to inspect my system and thinks I should pay for a technician to simply stop by and chat with me? WRONG!
There should be no service due as there was no service, inspection, simply a conversation. As I stated previously I should not pay for a service call that did not happen; this cannot be considered a service call if nothing was inspected
?
Regards,
[redacted]
I have had One Guard for 2 years and there are more things not covered, than covered. I recently reported a microwave handle broken and Ernesto very rudely insisted that I (we) purposely removed the handle and it was not due to normal wear and tear. We have 3 homes with them and they refuse to fix a $30 handle? Also, I recently had an air conditioner unit stop cooling. I was told there was a small leak. They refilled it and refused to fix the leak. Wouldn't that just cost me money each time they come to fill it I asked. Of course and that's what they want. I was told I would have to have them come out 4 times before they repaired the issue. Keep in mind, I pay extra for appliances and air units. In this time I have also found out that they would not cover refrigerator handles, Save your money also for extra pool coverages because they cover very little when it comes to the pool also. Very shady business practices. I am shopping for new service as we speak.
Re: complaint [redacted]
Revdex.com:
OneGuard denied my claim because of a "pre-existing condition." I quote from OneGuard's website: "We're the only warranty company that covers all unknown pre-existing conditions." (www.[redacted].com) Which is it?
Regardless, OneGuard is ignoring the policy language. The question is whether the heater was in "good working order."
The product was inspected before I moved in. A licensed contractor checked the heater and confirmed that it worked properly. I used the heater several times. And it worked fine: high temperatures were reached in normal times, no modifications were required, no apparent issues.
OneGuard says that opening the heater casing and looking inside would have revealed the presence of rust. But nobody told us to search for problems that might manifest themselves later. If a product works, we expect the home warranty to cover subsequent breaks. Should I also disassemble my refrigerator to check the freon levels!?! This was not a known condition, and we had no reason to suspect or search for it.
Moreover, there is no exclusion for "product condition." Despite OneGuard's response, the phrase "preexisting condition" does not appear in the policy. Rather, the policy focuses on functionality, not condition. The presence of rust does not preclude coverage on a product that was functioning properly. The heater was not brand new, but it was still worked normally--i.e., it was in "good working order." That is sufficient to trigger coverage.
Further, an exclusion based on "product condition," without clarification, is vague and allows OneGuard to always deny coverage--because virtually every product will exhibit some wear and tear that will eventually cause a failure. Again, though, the policy applies so long as the product was in "good working order." I suspect OneGuard is frustrated because the product broke so soon after we moved in. We were frustrated too. But there is no dispute that the heater worked initially. OneGuard already imposes a waiting period before new policies take effect; they cannot deny coverage here because they wish the waiting period were longer.
Although not our preference, we are prepared to pursue legal remedies (through arbitration under the contract or otherwise) if this issue is not resolved satisfactorily. OneGuard will have to explain the denial of my claim--for a purported preexisting condition--when its website boldly advertises that it provides coverage despite preexisting conditions.
Regards,
[redacted]
Dear Revdex.com,
Thank you for bringing this information to our attention and allowing Customer Relations the opportunity to review the homeowner's situation firsthand and respond. Please be assured we have worked directly with the homeowner in an effort to amicably...
resolve the situation and address her concerns, and we apologize for the frustration she endured with her claim. We were originally advised by the plumbing contractor there was a belly in the main plumbing line, not a break in the line. However, the homeowner has provided additional documentation to OneGuard to demonstrate a break in the plumbing line, which is covered under the service agreement. The homeowner already had a plumber on site to make the needed repairs. Therefore, we have arranged to send her a cash disbursement in the amount of $1,000.00, which is the warranty maximum for mainline plumbing coverage.
Thank you again for allowing Customer Relations the opportunity to provide you with this information. Please feel free to contact me directly with any questions.
Respectfully,
Samantha M[redacted]
Team Manager
OneGuard Customer Relations
Direct: ###-###-####
Dear Revdex.com,Please find our second business response for [redacted], CID [redacted]. Thank you for your time and consideration.
September 14, 2015[redacted] [redacted]Queen Creek, AZ 85142Re: OneGuard Home Warranties Second Business Response for CID [redacted]Dear Revdex.com,Thank you for the additional information and allowing OneGuard Customer Relations the opportunity to review the homeowner’s claim again in its entirety. Please be assured we have conducted a thorough review of all the information related to the HVAC claim and we sincerely regret the homeowner’s dissatisfaction with the decision. OneGuard has determined that the breakdown the homeowner was experiencing was in effect prior to the effective date of the home warranty. In addition, the breakdown was not the result of a normal wear-and-tear breakdown due to a nail that punctured the refrigerant line. The homeowner has since paid for the repairs to be completed outside of the OneGuard service agreement by a long-term service contractor of OneGuard, who is very well-versed in OneGuard’s coverage, and who has also explained to the homeowner why the breakdown was not covered by OneGuard. Please note, we previously provided a copy of the invoice to Revdex.com the homeowner received from the contractor which states, “Leak was from the tip of a nail.” The contractor who originally assessed the unit that services the basement on June 17, 2015, found the unit completely depleted of Freon. The technician noted the unit was also missing a service valve cap although he did not see oil residue indicating a leak. He did not find a leak in the condenser or evaporator coil, advising there was the possibility of a pinhole leak. He added one pound of Freon and returned to the property the following day to find that the Freon was depleted. He also advised that if he could not locate a leak through the indoor air handler or outside condenser, then a leak was most likely located in the line set. The OneGuard service agreement does not cover to locate leaks. Therefore, the homeowner paid outside of the warranty to find where the leak was coming from. Based on his professional diagnosis, the service technician advised OneGuard that the leak was present longer than a month, meaning it was in effect prior to the warranty start date, which was May 19, 2015. Please note, at the time of purchase for the warranty, the homeowner had the option of having a home mechanical inspection completed by OneGuard which she declined. If the homeowner would have chosen the option, our inspector would have checked all the major components of the home to ensure they were in working order. It is in OneGuard’s opinion that the temperature split or a simple mechanical inspection for the unit that services the basement would have revealed deficiency requiring further evaluation by a qualified tradesperson in the industry. The homeowner established the warranty to pay the premiums on a monthly basis and cancelled the warranty as of July 28, 2015.
We have spoken with the owner of the air conditioning company that completed the repair outside of the service agreement at length regarding the homeowner’s situation in an effort to ensure accuracy. The contractor is a long-term OneGuard service provider and a leader in the HVAC industry, and he advised the homeowner the claim would not be covered by the OneGuard service agreement. Several representatives with OneGuard have attempted to explain the information and coverage to the homeowner as well. The breakdown was the result of a nail in the line, which is not normal. In addition, the original contractor that was dispatched to the home discovered the unit that services the basement was completely depleted of Freon and that there was a leak in the refrigerant line. The homeowner provided access to locate the leak confirming the location of the leak and revealing the nail in the line, which resulted in the breakdown the homeowner experienced, and depleting the unit of Freon. The contractor and homeowner both have confirmed the leak in the refrigerant line-set was caused by a nail. A nail punctured and damaged the line and is not the result of a normal HVAC breakdown. In this case, the nail rubbing against the line is what caused it to leak Freon, and is not considered a normal wear-and-tear breakdown that occurs in an air conditioning system. OneGuard only covers mechanical breakdowns from normal-wear and-tear. Additionally, the unknown pre-existing conditions option protects homeowners as long as the failure was the result of normal wear-and-tear. The air conditioning system refrigerant lines are not designed to develop leaks, and in this case the nail rubbed the line and caused it to leak.G. OPTIONAL ITEMS (page 5 of 6)UNDETECTABLE PRE-EXISTING CONDITIONS COVERAGE COVERED: When this option is selected and premium is paid, failures of covered items caused by unknown pre-existing conditions are covered so long as the mechanical failure was a result of normal wear-and-tear and would not have been detectable by a simple visual inspection and/or by operating the system or appliance. Note: Known problems or defects that existed on the effective date of this service contract are not covered by this option. The contract holder must have known pre-existing defects correctly repaired by a service contractor and provide OneGuard any paid invoices evidencing the repairs before the defective item can be covered by this residential service contract.In closing, the claim for the air conditioning system is not covered under the OneGuard service agreement due to the damage to refrigerant line from non-normal wear-and-tear. Additionally, the breakdown was in effect before the start date of the home warranty. Further, OneGuard will not reimburse for the cost to fix the leak. Thank you again for allowing OneGuard Home Warranties the opportunity to review the claim and provide additional information. We sincerely hope it helps and respectfully request for Revdex.com to close the complaint.
Sincerely,[redacted]OneGuard home WarrantiesTeam Manager, Customer RelationsDirect: ###-###-####
Dear Revdex.com,Thank you for allowing OneGuard Home Warranties the opportunity review the homeowner’s claim and provide additional clarification regarding the necessary repair to the evaporative cooler. Please know our number one priority is to provide service that always exceeds our customers’ expectations and we regret that did not happen in this situation. First, please allow us to clarify the homeowners costs associated with this repair. The access charge that is not covered under the homeowner’s warranty is for the cost of running the electrical wires inside the walls of the home. Please note, areas which are not readily accessible and are covered by walls, concrete or floors are not covered under the OneGuard service agreement. The homeowner has additionally requested clarification regarding why the thermostat was not replaced in 2011 when the evaporative cooler was replaced. In October 2007, the evaporative cooler was replaced under the OneGuard service agreement. At that time, the dual thermostat was working properly and did not require replacement. Therefore, the new evaporative cooler was wired as necessary to work in conjunction with the dual thermostat already in place. The dual thermostat did not require replacement until July 2014. The contractor determined the issue with the thermostat when assessing the air conditioning system that was not cooling, and advised OneGuard the dual thermostat is no longer manufactured. OneGuard authorized replacement of the thermostat to repair the air conditioning system to operate properly. The evaporative cooler thermostat could not be replaced at the same time as it was necessary first for the homeowner to approve the non-covered charges.The non-working thermostat which was removed from the home in 2014, is not available and unfortunately, cannot be provided to the homeowner. We have reached out to the contractor and they did not take note of the make or model of this thermostat. Additionally, OneGuard researched the dual thermostat the homeowner indicated he found on-line for $50. The thermostat he is referring to is used in homes that have one source of heating/cooling, and want to control the temperature at varying degrees depending on the area. An example of this would be a two story home. Homeowners often set the upstairs at a different temperature than the downstairs. The dual thermostat which operates two separate units (heating/cooling and evaporative cooler) are no longer available.OneGuard would like to present the homeowner with two options:1) OneGuard will cover the costs of all parts including the new thermostat, evaporative cooler control kit, and also the labor for connecting the new wiring to the evaporative cooler. The homeowner will agree to pay $360 for the labor costs for running the new low voltage wire.2) OneGuard will offer the homeowner a cash disbursement in the amount of $601.87 which is our cost for parts and labor for connecting the new wiring to the evaporative cooler. He will then be able to use a contractor of his choice to complete the repair.We sincerely hope this additional clarification explains the non-covered costs associated with the evaporative cooler repair. OneGuard Home Warranties has always acted in good faith in our efforts to serve the homeowner and within the parameters of the service agreement, and respectfully requests for Revdex.com close this complaint ‘Administratively Resolved’. Thank you again for your time and consideration and please know your questions are welcomed. Sincerely,[redacted]Customer Relations SpecialistOneGuard Home Warranties
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Dear [redacted],I have been in direct communication with Mr. [redacted]. We believe we have this worked out, and Mr. [redacted] has agreed to move forward with repairs to be performed by [redacted]. The repairs should be completed tomorrow, October 24, 2014. Mr. [redacted] has my phone...
number and will let me know if he needs additional assistance. I can send you a follow up status once the repair has been completed. Please feel free to call me if you have any question. - [redacted]Sincerely,[redacted] Customer Relations ManagerDirect: ###-###-####
Dear Revdex.com,
Thank you for the information and allowing OneGuard's Customer Relations team the opportunity to look into this on behalf of our homeowner. Please know our top priority is to provide a level of service that always exceeds customer expectations, and we...
sincerely regret that did not happen in this situation. Please be assured we have been in communication with the homeowner since receiving this complaint in an effort to directly resolve, and believe we have achieved a positive outcome.
We completely understand the homeowner's concerns with the costs associated with this claim. The OneGuard Account Executive who services the homeowner’s area has covered the expense associated with the leak detection as a professional courtesy, and the charge of $170 will be billed to OneGuard directly by the contractor. Additionally, OneGuard has waived the service fee for the claim, and applied the $59 credit to the customer’s credit card. The contractor has confirmed they have cancelled the city permit associated with this repair, and the homeowner has also cancelled her check for the charges. Therefore, a refund of this charge is not necessary. This homeowner's satisfaction is extremely important to us, and she has our contact information if she needs anything further or has questions.
In closing, OneGuard Home Warranties respectfully requests for Revdex.com to close this complaint 'Resolved.' Thank you again for your time and consideration.
Sincerely,
[redacted] Customer Relations Specialist II
OneGuard Home Warranties
The company states that the faucet currently deliver water properly !!! if the water is causing damage to the cabinets because the water is seeping underneath the fixture, is that what they call working properly?
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
I do not agree with the statements from One Guard. In regards to the unplugging of the unit, I told [redacted] at [redacted] Conditioning that my husband unplugged the air handler as well as the out door unit because it was blowing hot and it had a smell to it. We were concerned of a fire and when they couldn't come out right away, we didn't want this to occur with our children in the basement.
Secondly, the next day when[redacted] came back to check to see if our unit kept it's pressure, it did not and he said that a 10PSI leakage was small and that he still could not find the leak. I then had [redacted] come out on 6/22/2015. They were recommended by a friend because it was blistering hot in our basement where our children had to sleep. When [redacted] came out they found the leak right away in the wall with his Freon device monitor and when he moved the hose that went into the wall he could hear it making a hissing sound for the leak. He said the unit was completely drained from what [redacted] had put in. He said this wasn't normal and when I told him that [redacted] said that 10 PSI was a small leak, he told me that it was actually a huge leak for it being in the unit for one day. I told [redacted] that One Guard said it was pre-existing because the unit had zero Freon. I had also asked him how this would be possible when we had cool air coming out of the vents the week before. He said it isn't possible and the unit wouldn't have worked at all with zero Freon.
On June 25, 2015 [redacted] came out and fixed the leak he said with the vibration of the unit over the years it had hit the tip of a nail. He said this isn't something that a home inspector could have found. With us purchasing a pre-existing condition package along with our warranty this should be covered and paid for by One Guard. I have now been fighting with them to do what is right and pay for the costs of my A/C.
I have read so many complaints against One Guard. Especially when it comes to air conditioners. They want your monthly payments but when it comes to fixing anything they deny their claims. Just like they did in our case. This is ridiculous.
Sincerely,
[redacted] and [redacted]
Dear Revdex.com,Thank you for the information and allowing OneGuard Home Warranties the opportunity to respond and address the homeowners’ concerns. Please know our number one priority is to provide a level of service that exceeds customer expectations, and we sincerely regret...
the level of frustration they have endured with their claim. We have spoken directly with the homeowners and believe we have amicably resolved the situation. The OneGuard Account Executive that services their area has made arrangements for the service contractor to return to the property to replace the garbage disposal at their request. The homeowners’ have also expressed that they no longer wish to cancel their OneGuard home warranty, and have the contact information of a supervisor in our Customer Relations department if they need additional assistance. The Customer Relations team will ensure the claim is successfully completed and positive closure is achieved. OneGuard Home Warranties respectfully requests for Revdex.com to closed this complaint ‘Resolved.’ Thank you again for allowing OneGuard the opportunity to review this information. We sincerely hope it helps.